Currently you can set a ticket to Open, Working, On hold or Closed. I think that tickets should have an auto close / pending closure status available.
Our current model is that once closed, tickets cannot be re-opened. This feature would be useful when you think you've completed a request, but want to give the client a chance to let you know of any issues before the ticket is fully closed off. This would help prevent closing off requests too quickly, and serves as an easy way to chase clients on an issue you're 99% sure is solved.
I see it working something like this:
- You complete the request.
- You reply to the ticket with a note that you've done XYZ and to get in touch with any issues and set the ticket state to auto-close.
- The client receives an e-mail with your reply (as usual) but with a note that the ticket will automatically be closed in X (1/3/5? - ideally configurable) days unless they reply
- If the client replies: the ticket is set back to Open and the tech notified via the normal process
- If the client does not reply: a day or two before the ticket is due to close the client gets a reminder/chaser email (via cron)
- If the client has not replied by X days after the reply was sent (and has received a reminder/chaser email), the ticket is automatically closed. We could possibly add logic to ensure the ticket is only closed on days Mon-Fri?
Thoughts?